Damn! RT @Marc_Meyer: I love that, Viral is not a camera setting. #sm90
Great thoughts today - gotta jet. Thx to @marc_meyer + @jasonbreed :) #sm77
Yep - RT @kdrewien: @Marc_Meyer Then Im going with ability cause it enables me to be agile with confidence. #sm77
@Marc_Meyer Changing 'things' shouldn't change strategy, which is why I lean towards ability. #sm77
@Marc_Meyer ability is more important as the investment should match long-term goals. agility is more reactionary. #sm77
PR / Advertising / Social Media - all are tools that should be integrated in communications strategy #sm77
Re: holistic / niche q: Scaleability for small agencies could be an issue RT @BrianGroth: @sharonmostyn: @andrewmueller: #sm77
@kdrewien Sometimes you just gotta pay the bills... even when a client doesn't get it :) #sm77
@primedayton Read on eMarketer that many companies are using social campaigns to go viral, sacrificing core company messages #sm77
@Marc_Meyer Measurability... Bottom line should steadily move upward! #sm77
@primedayton As long as policies and strategies match overall voice of company. #sm77
@primedayton As long as policies and strategies match overall voice of company. #sm77
@Marc_Meyer The customer has always had a voice, SM is just amplifying and speeding up results. Especially bad results. #sm77
@CoryOBrien It depends on the size and goals. I have a few clients that I would easily speak on behalf of - its a mutual understanding #sm77
@CoryOBrien It depends on the size and goals. I have a few clients that I would easily speak on behalf of - its a mutual understanding #sm77
@AppleBoxStudios hehe - thought that too :) #sm77
@BrianGroth @CoryOBrien: @stevemassi: If an agency has a solid relationship w/customer, why not be the 'spokesperson' of the company? #sm77
@hankwasiak Is it the agency's fault for launching division, or the customer's fault for demanding SM only campaign? #sm77
@sharonmostyn The better an agency knows their target audience, the more effective they can be. #sm77
Absolutely - RT @sharonmostyn: @hankwasiak Shouldnt agencies have been "Listening & leveraging insights." before social media? #sm77
@BrianGroth I agree. Good advertising isn't push... it engages and evokes emotion. #sm77
@BethHarte Well, perhaps I am your first. My relationships in the community are invaluable. It's nice to meet you :) #sm69
Great chat! Sorry I missed the first half. Thanks! #sm69
@marc_meyer - Remember that idea for a push / pull debate...? I think it could still fly :) #sm69
@BethHarte Relationships are a given in every role in the co. But, PR is tasked with a broader set of relationships. #sm69
@BethHarte Relationships are a given in every role in the co. But, PR is tasked with a broader set of relationships. #sm69
@BethHarte Silos aren't effective in any company. PR & Mktg can serve distinct roles and still collaborate on and end goal. #sm69
@chrissfife Don't have to have separate departments, to serve separate roles. #sm69
@BethHarte Customer is shared audience, but effective PR has more 'publics' or relationships to consider. #sm69
@BethHarte Marketing's role is generating business... PR's role is building positive relationships. Customer is shared a audience. #sm69
@adamcohen "What's best for the customer" is established by CEO, but has to be communicated and embraced throughout. #sm69
@chrissfife PR & Marketing serve two distinctive roles in the company... whole new debate about who owns PR ;-) #sm69
@Marc_Meyer Company Culture and Consistency are always an issue #sm69
@condairnaples just put out a good blog on how Open Book Management influences 'ownership' #sm69
@adamcohen @marc_meyer @chrissfife - If we focus on what is best for the customer, it doesn't matter WHO owns anything. #sm69
@Marc_Meyer @adamcohen If it is about relationships... Public Relations should own it :) #sm69
#SM allows you to connect with your audience where they feel most comfortable accepting you and/or responding #sm69
#SM just makes it easier for customers to reply. It takes the 'barrier' out of writing a letter or calling in response to trad. mktg. #sm69
@jasonbreed - disagree w/ push marketing statement. All marketing should have Goals / Objectives #sm69
@jasonbreed - disagree w/ push marketing statement. All marketing should have Goals / Objectives #sm69
@servantofchaos @marc_meyer @jasonbreed - Great chat today! Peace #sm63
I'll take it on :) RT @servantofchaos: #sm63 @ckieff I wonder how challenging that rebranding job would be ;) #sm63
@danperezfilms Living in Florida is a KEY reason to care about communications strategy... Perception is reality and perception is bad #sm63
@MediaCollective You were copied in a response fr/to someone else. :) #sm63
@servantofchaos Crisis plans need to include all communication channels... especially ones that your stakeholders utilize. #sm63
Q3: When the media calls, ANSWER! (FYI - BP has not responded to multiple requests from Anderson Cooper) #sm63
Q3: Hold joint update sessions so that the media can't play your words against the next guys... #sm63
Q3: Schedule regular updates to proactively inform people what you are doing, rather than be second guessed. #sm63
Q3: Know your stakeholders - including employees, shareholders, and surrounding communities. #sm63
Q3: Have a solid crisis communications strategy in place. #sm63
RT @servantofchaos: #sm63 So as we look ahead what lessons are there for other energy companies?(or other companies in general) #sm63
Ditto RT @Marc_Meyer @servantofchaos BP brand will never be the same, perhaps they should forget about image & focus on task at hand #sm63
...or their lack of communication is sending the message of total incompetence and corporate silo. #sm63
In a rational conversation with local county emergency manager, science is behind what #BP solutions. They aren't communicating... #sm63
@denisegass @MediaCollective Then you would have to blame the President of the USA too - His experts are on scene as well. #sm63
@denisegass @MediaCollective Then you would have to blame the President of the USA too - His experts are on scene as well. #sm63
If only an implication RT @Marc_Meyer BP should create MORE ways, MORE communities for ppl to vent. which would imply they r listening #sm63
RT @pbarbanes: The Gulf response requires CSPAN-like coverage. Need to see utmost urgency of response w/out panic. #sm63
Socialmedia could be used to reach out to people directly - managing the emotional responses. #sm63
Crowdsourcing experts is a BS response... There are hundreds of experts and scientists working be hind the scenes 1 of 2 #sm63
@andrewmueller Agree on both counts. News coverage and actual impact far more important. #sm63
I realize we are all angry about the actual crisis, but emotions should not give reason to break the law (violate trademark) #sm63
@servantofchaos The rogue BP account violates Twitters terms of use and TWITTER should take it down. #sm63
Good example of Proactive PR - Check out the page that @paradisecoast built in response to the crisis http://bit.ly/9gbfjO #sm63
@conniereece @koapr Did you look at @BPGlobalPR? It is a spoof site talking about celebrity side boob action. not smart to leave it up #sm63
@conniereece Proof that the Public Relations reps should be in company culture... not hired after the big screw up. #sm63
@Marc_Meyer I heard that BP has a site to give updates... but can't remember what it is. Guess they should tell people about it. #sm63
On behalf of all PR Pros everywhere, I'll say it... someone needs to be fired for the #BP PR efforts... but could be #BP mgmt failure #sm63
On behalf of all PR Pros everywhere, I'll say it... someone needs to be fired for the #BP PR efforts... but could be #BP mgmt failure #sm63
Yikes! BP needs to get this shut down @BPGlobalPR #sm63
Yikes! BP needs to get this shut down @BPGlobalPR #sm63
BP could skip the radio / tv advertisements and utilize the press to disseminate all updates... need to create a clear message though. #sm63
@servantofchaos For their overall crisis comms... I haven't heard from them on a SM front... Where are they? #sm63
Have you noticed the difference in response from Louisiana Government / Florida Government? #sm63
@servantofchaos There have been interviews that went well, blips in the sea of screw ups though. #sm63
@servantofchaos BP should start with honesty, empathy and give updates on a regular basis. #sm63
RT @Marc_Meyer: Just a few minutes to todays #socialmedia chat on #BP, the #oilspill and crisis management. Join us #sm63
RT @Marc_Meyer: Just a few minutes to todays #socialmedia chat on #BP, the #oilspill and crisis management. Join us #sm63 #sm63
RT @Marc_Meyer: @servantofchaos leading todays Tweetchat on Crisis Mgmt for BP using #socialmedia That's 2am Aussie time #sm63
RT @kyleplacy: Today at 12 EST I will be hosting this weeks #socialmedia tweetchat on connecting w/ consumers through social media #sm58
This Town's Not Big Enough For The Two of Us: Social Media Marketing (SMM) vs. Traditional Marketing
@jasonbreed Wish I could join #sm54 today... I'm sure it is going to be lively! I'll have to read it on the flip side
RT @prem_k Ok, any considered that sharing location info can increase ur home insurance premium by 10%? http://j.mp/d5jfWN #sm53
Great convo at #sm53 today - definitely worth the back read. Props to @jasonbreed @marc_meyer @jaybear
Good improve on frequent buyer card RT @jsandford Screens that show who is checkedin, bargraphs that show menu ratings for evening. #sm53
Good improve on frequent buyer card RT @jsandford Screens that show who is checkedin, bargraphs that show menu ratings for evening. #sm53
RT @jaybaer: Most good social media (certainly social CRM) is reactive in some way, thus monitoring is the lynchpin. #sm53
@jaybaer Q2: Can connect users so that they have more fun, but can't review your way out of a bad experience. #sm53
RT @TheBlackFin: For me Geo-location services are not about the reviews. It is a fun way to engage with your present environment #sm53
Good credibility w/ RT @kenburbary Reviews are fine, but like random amazon reviews, they need context. Show reviews from my network #sm53
@jsandford Ditto - someone coming back to do a review later is still an endorsement #sm53
RT @jasonbreed: noon est chat w/ @johncass on Content & Engagement Strat in #socialmedia www.hashtagsocialmedia.com/blog follow #sm51
Great chat today. Thanks to @comcastcares @marc_meyer and @jasonbreed for organizing! #sm50
RT @jasonbreed: Great service happens from a series of defining moments. details matter. manage to the entire experience..aww yea #sm50
@comcastcares hey hey - I've seen PR people that do work well in #socialmedia :-) #sm50
@comcastcares #SocialMedia tools are not the right cust serv tools for everyone. Get good people and get the #SM stars, rinse, repeat #sm50
@jsandford You get good people and give them the tools that work for them. #sm50 #sm50
@LoriBurke Shout out to my HR peeps :-) #sm50
@socialtality Great to Tweet you :) #sm50
@comcastcares @Zack_Hanebrink Very true. The 'copy cat' is rarely as effective as the original because it isn't genuine. #sm50
Q3 Companies need a crisis plan in place before jumping into social cust serv... Just in case it goes south fast. #sm50
@comcastcares Q3 have to start out listening, to understand the language that is being used. #sm50
@Zack_Hanebrink Definitely agree - @comcastcares is a model that will be replicated this year #sm50
@comcastcares You have to get the right people on the bus to deliver customer service... which is an HR role, would CCO be under HR? #sm50
@karimacatherine @Marc_Meyer or receive the next round of bailout money :-) #sm50
@_jon_edwards You can't change a culture overnight, but we've seen @comcastcares demonstrate there is a shift. #sm50
@dariasteigman By having multiple employees delivering good relationships, then you've scaled experience #sm50
@comcastcares Customer can make demands, but you still need a strong leader to implement change #sm50
You can't scale relationships. You have to be genuine. #sm50
@comcastcares @jon_edwards I disagree. Customer Service is a top down culture #sm50
@printpage Where are you? #sm50
@socialtality PR & Mktg are looking to build relationships and anticipate relationship issues. Cust Serv is what happens on frontline #sm50
Yep - RT @Marc_Meyer: In other words, customer service scales by distributing the responsibility and ownership across the board.. #sm50
Yep - RT @Marc_Meyer: In other words, customer service scales by distributing the responsibility and ownership across the board.. #sm50
RT @newtbarrett: Famous SNL routine on customer service concludes, "I only authorized to say Im sorry." #sm50
@socialtality No, marketing and PR are proactive relationship management NOT customer service #sm50
@comcastcares easy for CEO to listen on #socialmedia because there are automatic notifications in place #SM50
If we add in transparency to the issue, you cannot have true PR / Mktg without customer service #sm50
@jsandford Yes, but if the dealer treats you right, you'll remember them when you are ready to buy #sm50
@jsandford Yes, but if the dealer treats you right, you'll remember them when you are ready to buy #sm50
10 minutes out from #sm50 tweetchat w @comcastcares - at @ingagenetworks
Challenge to #sm2010 speakers to make pedictions of NEW #socialmedia features ... Not "more of" ... What are your new sm predictions?
You are already on #socialmedia even if you don't have an account. #smcsf
#SocialMedia predictions about to start at #smcsf thanks to Citrix for hosting